Cancellation & Refund Policy — Vilo
Cancellation & Refund Policy
Last updated: 5 September 2026
This Cancellation & Refund Policy explains how paid subscriptions to the Vilo app ("Vilo") work, how you can cancel them, and when you are entitled to a refund. It supplements our Terms & Conditions and forms part of them.
The provider of Vilo is Joyride GmbH, Bartenbacher Str. 4, 73033 Göppingen, Germany ("we", "us").
1. Where you bought your subscription
How you cancel and obtain a refund depends on where you purchased your subscription:
- On the web (at app.viloapp.com): purchases are processed by our payment provider Paddle, which acts as the merchant of record (reseller) for these transactions. The rest of this policy applies to web purchases.
- In the Apple App Store or Google Play: your subscription is managed by Apple or Google under their own terms. Cancellations and refunds for those purchases are handled directly through the App Store or Google Play, not by us, and this policy does not change your rights there.
2. Cancelling a web subscription
Your Vilo subscription renews automatically at the end of each billing period until you cancel it. You can cancel at any time:
- from within the app, in your account or subscription settings; or
- via the link in the purchase or renewal confirmation email you receive from Paddle.
When you cancel, your subscription stops renewing. You keep access to the paid features until the end of the period you have already paid for, and you are not charged again. Cancelling does not, by itself, trigger a refund for the current period (but see your right of withdrawal and our refund handling below).
3. Right of withdrawal for consumers in the EU/EEA
If you are a consumer resident in the European Union or the EEA, you have a statutory right to withdraw from your subscription contract within 14 days of entering into it, without giving any reason.
Because Vilo is a digital service that you can use immediately, when you subscribe you expressly request that we begin providing the service straight away, and you acknowledge that:
- the service begins before the 14-day withdrawal period ends; and
- you lose your right of withdrawal once we have fully performed the contract.
If you withdraw within the 14-day period while your subscription is still running, we may retain a proportionate amount corresponding to the service already provided up to the point you informed us of your withdrawal.
To exercise your right of withdrawal, send us a clear statement (for example by email to legal@viloapp.com) before the 14-day period ends. You may use the model withdrawal form below, but you do not have to.
Model withdrawal form
To Joyride GmbH, Bartenbacher Str. 4, 73033 Göppingen, Germany, legal@viloapp.com:
I/We () hereby give notice that I/We () withdraw from my/our (*) contract for the supply of the following service: Vilo subscription.
Ordered on (*): ____ Name of consumer(s): ____ Address of consumer(s): ____ Signature of consumer(s) (only if this form is notified on paper): ____ Date: ____
(*) Delete as appropriate.
4. Refunds
Where you are entitled to a refund — because you exercised your right of withdrawal in time, or because we agree to one — we issue it to the original payment method through Paddle. Refunds are normally processed within 14 days; the time it takes to appear on your statement depends on your bank or card provider.
Outside your statutory rights, subscription fees are generally non-refundable for periods that have already started, and we do not provide partial refunds for unused time. We may, at our discretion, grant a goodwill refund in individual cases; doing so does not create any entitlement to future refunds.
Your mandatory statutory rights as a consumer, including any statutory warranty rights, remain unaffected by this policy.
5. Contact
For any question about cancelling your subscription or requesting a refund, contact us at info@viloapp.com, or through the Help Center in the app. For matters concerning your right of withdrawal, you can also reach us at legal@viloapp.com.